Customer Success Manager, French

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage daily interactions for designated global customer accounts, acting as the primary point of contact throughout the customer journey.

• Attain exceptional renewal rates while pinpointing opportunities for expansion.

• Comprehend each customer's objectives, challenges, success metrics, operational models, and value expectations.

• Ensure precise account details, success plans, action items, and customer health metrics are maintained in customer success systems.

• Implement account engagement strategies through regular calls, strategic check-ins, business reviews, and follow-ups with customers.

• Assist with onboarding, product utilization, change management, and educational initiatives for customers.

• Recognize renewal risks and expansion prospects, coordinating with Sales, Support, Product, Finance, and Professional Services teams.

• Track customer health, satisfaction, product usage, and feedback to detect potential risks.

• Organize internal action plans, monitor progress, relay updates, and escalate priority issues while ensuring effective customer communication and follow-through.

• Collaborate with internal teams to provide a cohesive customer experience and facilitate smooth transitions throughout the customer lifecycle.

• Convey product feedback, enhancement requests, and business insights as the customer's advocate.

• Participate in customer advocacy initiatives including references, case studies, and success narratives.

• Report directly to the Director of Global Clients.

⛳️ Requirements

• A Bachelor's degree in Business, Management, or a related field, or equivalent relevant experience.

• Over 3 years of experience in Customer Success, Account Management, Client Success, SaaS, or a related customer-facing role.

• A minimum of 1 year of experience within global organizations, operating across multiple continents and time zones.

• Profound understanding of customer success best practices, account planning, adoption, retention, and customer health management.

• Outstanding communication, interpersonal, presentation, and stakeholder management abilities.

• Capability to analyze customer data, derive insights, and utilize them for account planning and decision-making.

• Familiarity with Salesforce, Totango, CRM platforms, customer success tools, or similar systems; relevant platforms should be noted in your CV.

• Proficient professional communication skills in French, German, and English are mandatory.

• Willingness to travel up to 25% as required.

• A valid passport is necessary.

• Successful completion of a background check is required.

🏝️ Benefits

• Collaborate with a global team spanning North America and international locations.

• Join a company where culture is a key factor in employee retention and career development.

• Enjoy generous paid time off.

• Benefit from remote work flexibility.

• Receive an internet allowance.

• All job offers are contingent on the successful completion of a background check.